Swornim Shrestha
IT Support Technician
Manly Vale, Sydney,NSW
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Retail Assistant
Fish In The Family
Manly, NSW
10.2020 - Current
- Processed customer returns to manage smooth refunds and exchanges following store procedures.
- Answered incoming calls and emails to provide product information, features and benefits.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
Data Analyst Intern
Oeson Private Limited
03.2023 - 06.2023
- Identified, analyzed, and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
- Utilized various professional statistical techniques and maintained large databases to collect and analyze data from partners and customers.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
Help Desk Technician
Carrington James PTY LTD
North Syndey, NSW
06.2022 - 05.2023
- Managed Microsoft Office 365, including onboarding and offboarding staff, managing access permissions, and licenses through Office 365 Admin Portal, Exchange Admin Centre, and Azure AD Admin Centre.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and group policies.
- Enhanced helpdesk ticketing system, resulting in 20 % reduction in support call turnaround time.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Performed software installations and OS upgrades to support layered software packages.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Bachelor of Information Technology -
Victoria University
Sydney, NSW 02.2019 - 06.2022
Professional Year Internship Program -
QIBA
10.2022 - 06.2023
Skills
Help Desk Operations
Desktop Technical Support
Software deployment management
Hardware and software installation
Reporting support
TCP/IP
Interpersonal Communication
Technical issues analysis
End-User Account Management
Decision-Making
MS Office
Problem-Solving
Accomplishments
- Actively collaborated with cross-functional teams, contributing technical expertise that led to the successful resolution of critical issues, reducing resolution time by 25%.
- Received consistently positive feedback from end-users, achieving a customer satisfaction rating of 85% based on post-resolution surveys.
- Maintained a 95% ticket resolution rate, consistently meeting SLAs and minimizing response times to resolve IT issues for over 70 end-users.
- Streamlined onboarding/offboarding processes, reducing setup time for Office 365 accounts by 30% and ensuring a seamless transition for new hires.
Affiliations
AUSTRALIAN COMPUTER SOCIETY (ACS) - MEMBER ID: 4339545
Timeline
Data Analyst Intern
Oeson Private Limited
03.2023 - 06.2023
Professional Year Internship Program -
QIBA
10.2022 - 06.2023
Help Desk Technician
Carrington James PTY LTD
06.2022 - 05.2023
Retail Assistant
Fish In The Family
10.2020 - Current
Bachelor of Information Technology -
Victoria University
02.2019 - 06.2022